Customer Service Representative

ABB Inc.; New Berlin (WI); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health insurance

401k Savings Plan

Paid holidays

Job summary

ABB Inc. is seeking a Customer Care professional in New Berlin, WI to provide technical, order, and payment-related assistance to internal and external customers. You will coordinate with Sales, Operations, and other teams to resolve issues and improve customer satisfaction.

The role requires 5+ years in customer experience, proficiency with SAP/Salesforce/Excel/Outlook, and strong English communication. Hybrid work in New Berlin, WI is available; requires US work authorization.

Qualifications

• 5 years of experience in customer experience.
• Proficient in SAP, Salesforce, Excel, and Outlook.
• Fluent in English with advanced communication skills.
• Strong customer service mindset and process improvement.
• Degree preferred but not required.
• Ability to coordinate with multiple teams.
• Work authorization to work in the US.

Responsibilities

• Coordinate with Sales, Operations, Supply Chain Management, and other teams to resolve customer issues.
• Recommend solutions and ensure end-to-end handling of requests with related teams.
• Keep customers informed on issue status and clarify their doubts.
• Prepare and analyze regular statistics (e.g., forecast) and share insights with management.

Skills

Customer service

Communication skills

English fluency

Education

Degree preferred

Tools

SAP

Salesforce

Excel

Outlook

Job description

At ABB, we help industries run leaner and cleaner and every person here makes that happen. You'll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world.

This position reports to: Customer Care Manager

Your role and responsibilities

In this role, you will have the opportunity to provide technical, order, and payment-related assistance/support to the internal and external customers. Each day, you will coordinate with relevant stakeholders to obtain complete case ownership. You will also showcase your expertise by improving customer satisfaction.

The work model for the role is: Hybrid in New Berlin, WI

This role is contributing to the MOSE Customer Service in New Berlin, WI.

You will be mainly accountable for:

• Ensuring the resolution of customer issues by coordinating with Sales, Operations, Supply Chain Management, and other internal and/or external teams.

• Recommending appropriate solution for customer requests and coordinating with the related teams to ensure end-to-end handling of the request (e.g., production capability and scheduling, resourcing, quotes, price lists, invoice, etc.) is in place.

• Keeping the customers proactively informed on the issue status based on the inputs received and clarifying their doubts.

• Preparing and analyzing regular statistics (e.g., forecast) using available tools and collecting additional relevant information and tracking regular sales performance against the target and sharing insights with the management.

Our team dynamics

You will join a dynamic, talented, high performing team, where you will be able to thrive.

Qualifications for the role (Mandatory)

• You are immersed in / engaged in / absorbed in / highly skilled in/ you enjoy working with {relevant tools and methodologies

• Ability to demonstrate your experience in / Have established skills / advanced skills / You have 5 years of experience in customer experience

• Possess an enhanced knowledge of / You are qualified in / Highly adept in SAP, SalesForce, Excel, Outlook

• You are passionate about / you are captivated by / you are innovative around providing superior customer service skills and have a process improvement mindset.

• Degree preferred although not required.

• Have a demonstrated track record in superior customer service skills.

• Fluent in English with advance verbal and written communication skills

• Candidates must already have work authorization that would permit them to work for ABB in the US.

More about us

ABB is an Equal Employment Opportunity and Affimative Action employer for protected Veterans and Individuals with Disabilities at ABB.

All qualified applicants will receive consideration for employment without regard to their- sex (gender identity, gender expression, sexual orientation), marital status, citizenship, age, race and ethnicity, inclusive of traits historically associated with race or ethnicity, including but not limited to hair texture and protective hairstyles, color, religious creed, national origin, pregnancy, physical or mental disability, genetic information, protected Veteran status, or any other characteristic protected by federal and state law.

For more information regarding your (EEO) rights as an applicant, please visit https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf

As an Equal Employment Opportunity and Affimative Action Employer for Protected Veterans and Individuals with Disabilities, applicants may request to review the plan of a particular ABB facility between the hours of 9:00 A.M. - 5:00 P.M. EST Monday through Friday by contacting an ABB HR Representative at 1-888-694-7762.

Protected Veterans and Individuals with Disabilities may request a reasonable accommodation if you are unable or limited in your ability to use or access ABB's career site as a result of your disability. You may request reasonable accommodations by calling an ABB HR Representative at 1-888-694-7762 or by sending an email to [e-mail]. Resumes and applications will not be accepted in this manner.

ABB Benefit Summary for eligible US employees

[excludes ABB E-mobility, Athens union, Puerto Rico]

Go to www.myBenefitsABB.comand click on "Candidate/Guest" to learn more

Health, Life & Disability

• Choice between two medical plan options: A PPO plan called the Copay Plan OR a High Deductible Health Plan (with a Health Savings Account) called the High Deductible Plan.

• Choice between two dental plan options: Core and Core Plus

• Vision benefit

• Company paid life insurance (2X base pay)

• Company paid AD& D (1X base pay)

• Voluntary life and AD& D - 100% employee paid up to maximums

• Short Term Disability - up to 26 weeks - Company paid

• Long Term Disability - 60% of pay - Company paid. Ability to "buy-up" to 66 2/3% of pay.

• Supplemental benefits - 100% employee paid (Accident insurance, hospital indemnity, critical illness, pet insurance

• Parental Leave - up to 6 weeks

• Employee Assistance Program

• Health Advocate support resources for mental/behavioral health, general health navigation and virtual health, and infertility/adoption

• Employee discount program

Retirement

• 401k Savings Plan with Company Contributions

• Employee Stock Acquisition Plan (ESAP)

Time off

ABB provides 11 paid holidays. Vacation is provided based on years of service for hourly and non-exempt positions.

Building a cleaner, smarter future takes all kinds of minds: the curious, the courageous, and the creative. That's why we welcome people from all backgrounds and experiences.

Ready to make an impact?